1. T ELEPHONE E TIQUETTE

2. W HY IS USING AND ANSWERING THE TELEPHONE IMPORTANT ? Main form of communication Get your point across

3. W HEN DO YOU ANSWER THE PHONE ? Always answer the phone before the third ring. Be warm and enthusiastic Welcome the caller courteously

4. W HAT TO SAY WHEN YOU ANSWER THE PHONE Introduce yourself and your business Ask how you can be of assistance to them Control your language Dont use slang or jargon Be positive

5. W HAT TO SAY WHEN YOU ANSWER THE PHONE IN A SPECIFIC DEPARTMENT Introduce yourself with your name and state what department they have reached Ask about assisting them Speak in a slow, clear, and understandable manner so the caller doesnt get confused

6. W HAT TO SAY WHEN PLACING SOMEONE ON HOLD Always ask if its alright to put the person on hold Check-in with the person every 30 to 45 seconds with an update Offer alternative choices such as:

7. P ROCEDURE FOR TRANSFERRING CALLS First ask the caller who they are calling for When told who they want to speak to say something like one moment, please. Make sure you send them through to the right person When getting a call back make sure that the caller knows that you are the operator Stay friendly

8. C USTOMER S ERVICE The ability to supply your customers with their wants and needs. Good customer service will bring back customers Those customers may tell other business about you

9. H ANDLING U PSET C ALLERS Use the ASAP Technique Acknowledge Sympathize Accept Prepare to help Dont make up excuses Dont let the caller upset you.

10. T ELEPHONE M ESSAGES What to remember Keep paper and pen close Write down the caller's name, phone number and company Make sure you write down the important information

11. T ELEPHONE M ESSAGES When talking to a caller Talk in a friendly voice Tell them who they are calling for is unavailable Ask if they want you to take a message Tell them when they can expect who they are looking for might call them back

12. S CREENING P HONE C ALLS When Screening a Call Ask who is calling Where they are from Why they are calling Call who the caller wants to talk to Tell them the information about the caller Ask if they want to talk to them

13. H ANDLING I NDECISIVE C ALLERS Dont get irritated and remain patient Ask questions that can be answered with yes or no When telling the caller options, dont give them more than three

14. V OICE M AIL G REETING Sound professional Dont leave commercial or thoughts of the day on your voicemail, if your not there callers want to quickly leave you a message Dont say Hi this is Jason, you know what to do. Say your greeting with a smile on your face, callers can hear your smile in your voice

15. V OICE M AIL G REETING 1-2 second pause before greeting State your name & organization/department The day of the week What keys caller can press for immediate assistants When caller may expect a call back The name and extension of a person who can provide assistance

16. S AMPLE GREETING Dow Chemical Costumer Service Donna McGuire Tuesday February 19, 2008. I am in the office today but Im currently speaking on another line please press zero and pound and you will be transferred to our team mate Thank you and have a great day. Good greeting Bad greeting

17. W HAT NOT TO DO IN YOUR V OICE MAIL GREETING Your greeting shouldnt go past 15 seconds Do not say operators are busy, tell the callers operators are aware of your call but are attending to others Do not rush your greeting, take your time

18. W HEN LEAVING A MESSAGE Know what you want with each call you make Make it quick but now to fast, dont leave a message over 60 seconds long When you have more then one item write them down so you remember If your call is critical, include an e-mail address for them to reach you at Slowly say your extension twice, one at the beginning of the call and one at the end

19. S AMPLE MESSAGE Scenario Calling Schumacher Insurance Requesting quote for auto insurance Listen to good message Listen to poor message

20. T ELEPHONE V IDEO Click on BLACK in TV to start Video

21. T HE E ND. Teresa Guzman Robyn Commire Alicia Schnepp